The ITIL® Foundation Examination
What types of changes are NOT usually included within the scope of change management?
Changes to a mainframe computer
Changes to business strategy
Changes to a service level agreement (SLA)
The retirement of a service
Which of the following is NOT an objective of service operation?
Thorough testing to ensure that services are designed to meet business' needs
To deliver and manage IT services
To manage the technology used to deliver services
To monitor the performance of technology and processes
What does the term IT operations control refer to?
Managing the technical and applications management functions
Overseeing the execution and monitoring of operational activities and events
The tools used to monitor and display the status of the IT infrastructure and applications
The service desk monitoring the status of the infrastructure when operators are not available
Which process is responsible for recording relationships between service components?
Service level management
Service portfolio management
Service asset and configuration management (SACM)
Incident management
What is the RACI model used for?
Documenting the roles and relationships of stakeholders in a process or activity
Defining requirements for a new service or process
Analysing the business impact of an incident
Creating a balanced scorecard showing the overall status of service management
Which of the following is the BEST description of an operational level agreement (OLA)?
An agreement between an IT service provider and another part of the same organization that assists in the provision of services
A written agreement between the IT service provider and their customer(s) defining key targets and responsibilities of both parties
An agreement between two service providers about the levels of service required by the customer
An agreement between a 3rd (third) party service desk and the IT customer about fix and response times
What is the MAIN goal or purpose of availability management?
To monitor and report availability of components
To ensure that all targets in the service level agreements (SLAs) are met
To guarantee availability levels for services and components
To ensure that service availability meets the agreed needs of the business
Which of the following does service transition provide guidance on?
1.Introducing new services
2.Decommissioning services
3.Transfer of services between service providers
Which of the following is NOT a phase of the service lifecycle?
Service optimization
Service transition
Service design
Service strategy
Which of the following statements about a configuration management system (CMS) is CORRECT?
The CMS should not contain corporate data about customers and users
There may be more than one CMS
There should not be more than one configuration management database (CMDB
Even if an organization outsources its IT services there is still a need for a CM
What are the three sub-processes of capacity management?
Business capacity management, service capacity management and component capacity management
Supplier capacity management, service capacity management and component capacity management
Supplier capacity management, service capacity management and technology capacity management
Business capacity management, technology capacity management and component capacity management
Which of the following would be stored in the definitive media library (DML)?
1.Copies of purchased software
2.Copies of internally-developed software
3.Relevant licence documentation
4.The change schedule
Which process is responsible for reviewing operational level agreements (OLAs) on a regular basis?
Supplier management
Service level management
Service portfolio management
Demand management
Which role should ensure that process documentation is current and available?
The service owner
The chief information officer
Knowledge management
The process owner
Which of the following are the purposes or objectives of the release and deployment management process?
1.To define and agree release and deployment plans
2.To ensure release packages can be tracked
3.To authorize changes to support the process
Which of the following are characteristics of every process?
1.It is measurable
2.It delivers a specific result
3.It delivers its primary results to a customer or stakeholder
Agreeing business requirements and service levels for a new service is part of:
Service operation
Service strategy
Service transition
Service design
The information security policy should be available to which groups of people?
Senior business managers and all IT staff only
Senior business managers, IT executives and the information security manager only
All customers, users and IT staff
Information security management staff only
Which of the following are valid elements of a service design package (SDP)?
1.Agreed and documented business requirements
2.A service definition for transition and operation of the service
3.Requirements for new or changed processes
4.Metrics to measure the service
Which of the following are examples of tools that might support the service transition phase of the lifecycle?
1.A tool to store definitive versions of software
2.A workflow tool for managing changes
3.An automated software distribution tool
4.Testing and validation tools
Which of the following statements about problem management is/are CORRECT?
1.It ensures that all resolutions or workarounds that require a change to a configuration item (CI) are submitted through change management
2.It provides management information about the cost of resolving and preventing problems
What is the purpose of the request fulfillment process?
Dealing with service requests from the users
Making sure all requests within an IT organization are fulfilled
Ensuring fulfillment of change requests
Making sure the service level agreement (SLA) is met
Which statement about value creation through services is CORRECT?
The customer's perception of the service is an important factor in value creation
The value of a service can only ever be measured in financial terms
Delivering service provider outcomes is important in the value of a service
Service provider preferences drive the value perception of a service
Plan, Do, Check, Act are the four stages of which quality improvement method?
Business knowledge management framework
Benchmarking
Continual service improvement
The Deming Cycle
Which of the following activities is part of the service level management (SLM) process?
Designing the configuration management system from a business perspective
Creating technology metrics to align with customer needs
Monitoring service performance against service level agreements (SLAs)
Training service desk staff how to deal with customer complaints about service
Which of the following BEST summarizes the purpose of event management?
The ability to detect events, make sense of them and determine the appropriate control action
The ability to detect events, restore normal service as soon as possible and minimize the adverse impact on business operations
The ability to monitor and control the activities of technical staff
The ability to report on the successful delivery of services by checking the uptime of infrastructure devices
Which of the following should a service catalogue contain?
The version information of all software
The organizational structure of the company
Asset information
Details of all operational services
"Warranty of a service" means?
The service is fit for purpose
There will be no failures in applications and infrastructure associated with the service
All service-related problems are fixed free of charge for a certain period of time
Customers are assured of certain levels of availability, capacity, continuity and security
A technician uses a pre-defined technique to restore service as the incident has been seen before. This is an example of which of the following?
A workaround
A standard change
A service capability
An alert
Which of the following is a benefit of using an incident model?
It will make problems easier to identify and diagnose
It means known incident types never recur
It provides pre-defined steps for handling particular types of incidents
It ensures all incidents are easy to solve
Which of the following is the CORRECT sequence of activities for handling an incident?
Identification, logging, categorization, prioritization, initial diagnosis, functional escalation, investigation and diagnosis, resolution and recovery, closure
Prioritization, identification, logging, categorization, initial diagnosis, functional escalation, investigation and diagnosis, resolution and recovery, closure
Identification, logging, initial diagnosis, categorization, prioritization, functional escalation, resolution and recovery, investigation and diagnosis, closure
Identification, initial diagnosis, investigation, logging, categorization, functional escalation, prioritization, resolution and recovery, closure
Which of the following are objectives of continual service improvement?
1.To improve process efficiency and effectiveness
2.To improve services
3.To improve all phases of the service lifecycle EXCEPT service strategy
4.To improve international standards such as ISO/IEC 20000
Which of the following processes need to carry out risk assessment and management against services?
1.IT service continuity management
2.Information security management
3.Service catalogue management
Which of the following is NOT a type of metric described in continual service improvement (CSI)?
Process metrics
Service metrics
Personnel metrics
Technology metrics
Which statement about the relationship between the configuration management system (CMS) and the service knowledge management system (SKMS) is CORRECT?
The SKMS is part of the CMS
The CMS forms part of the SKMS
The CMS and SKMS are the same thing
There is no relationship between the CMS and the SKMS
What is the role of the emergency change advisory board (ECAB)?
To assist the change manager in ensuring that no urgent changes are made during particularly volatile business periods
To assist the change manager by implementing emergency changes
To assist the change manager in evaluating emergency changes and to decide whether they should be approved
To assist the change manager in speeding up the emergency change process so that no unacceptable delays occur
Which of the following statements about the service desk is/are CORRECT?
1.The service desk is a function that provides a means of communication between IT and its users for all operational issues
2.The service desk should be the owner of the problem management process
Which of the following are the four Ps of service design?
Planning, products, position, processes
Planning, perspective, position, people
Perspective, partners, problems, people
People, partners, products, processes
Which of the following represents the BEST course of action to take when a problem workaround is found?
The problem record is closed
The problem record remains open and details of the workaround are documented within it
The problem record remains open and details of the workaround are documented on all related incident records
The problem record is closed and details of the workaround are documented in a request for change (RFC)
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